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Carrier Access IT

Managed Services Systems Engineer I

Clive, IA, United States

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Job details

Experience: High school diploma with at least 3 years of related client service experience.
Posting language: English
Posted: Nov 6, 2026

Original job description

Job Title: Systems Engineer I Department/Division: Managed Services Reports To: Managed Services Support Desk Manager

Job Summary:

The Systems Engineer Tier I is a key contributor to the Managed Services team, responsible for providing frontline technical support and maintaining the day-to-day operation of client IT systems. Working in a fast-paced environment, this role responds to and resolves service incidents and requests, communicates effectively with users and service providers, and helps ensure the delivery of reliable, high-quality IT services.

Essential Functions:

Coordinate and execute desktop and laptop deployment, including device imaging, configuration, software installation, user data migration, and post-deployment support to ensure a smooth transition for end users.
When needed, serve as on-site staff augmentation support at a customer location, providing hands-on IT support, troubleshooting, and end-user assistance to ensure minimal disruption to production operations.
Maintain current knowledge of relevant technology and will continually research industry best practices.
Provide Tier 1 technical support for managed services customers, including troubleshooting and resolving escalated desktop, server, network, and cloud-related issues.
Perform administration and support of Microsoft 365, Azure, Active Directory, Entra ID, Exchange Online, Teams, and related cloud services.
Mitigate future issues by monitoring and proactively resolving issues before they reach a critical state. This may involve responding to monitoring tickets and assisting with patch management.
With guidance from other team members, create and maintain basic to moderately complex systems for the benefit of internal and external clients.
Maintain a high level of customer service by communicating professionally, setting expectations, and ensuring a positive customer experience.
Develop and document knowledge of internal and external clients’ business and help provide options to resolve issues or proactively advance the organization forward.
Complete assigned tasks in a timely manner, track time in the ticketing system and communicate status to manager.
Track all documentation and communications through Carrier Access IT’s internal systems.
Work in the Clive, Iowa office.
Perform other tasks as needed and/or requested.

Education and Experience:

High school diploma with at least 3 years of related client service experience.
An associate's or bachelor’s degree in IT or a related field is preferred.
Strong working knowledge of desktop support, server administration, networking, cloud technologies, and business application support.
Experience administering and troubleshooting:
Active Directory
Group Policy
DHCP and DNS
User and identity management
Microsoft 365 and Exchange Online
Experience utilizing Remote Monitoring and Management (RMM) platforms such as N-able, LogicMonitor, or similar tools.
Working knowledge of backup and disaster recovery solutions, including monitoring, troubleshooting, and restoration processes.
Ability to plan, deploy, maintain, and troubleshoot workstation, server, and cloud-based solutions.
Experience working within a PSA/ticketing platform such as ConnectWise Manage, is preferred.
Knowledge of some virtualization technologies including:
VMware vSphere/ESXi
Microsoft Hyper-V
Virtual infrastructure maintenance, troubleshooting, and lifecycle upgrades
Understanding of external DNS services and record types.
Experience managing internal and external SSL certificates.
Excellent troubleshooting, customer service, communication, and documentation skills.
Ability to manage multiple priorities while maintaining service level agreements (SLAs) and providing high-quality customer experience.
Ability to conduct and direct research into technical issues and products as required.
Ability to present ideas in a business-friendly and user-friendly language.
High level of self-motivation.
Meticulous attention to detail.
Proven analytical, strategic thinking and problem-solving abilities.
Ability to effectively prioritize, organize, and execute multiple tasks in a high-pressure environment.
Ability to thrive in a culture of growth, change and continuous learning.
Participate in an on-call rotation and respond to critical outages or after-hours support requests as required.
One that demonstrates a strong commitment to their role and is dependable in their attendance and punctuality, ensuring they are present and ready to contribute daily.
Occasional travel to client sites may be required.
Ability to work in an environment which may require:
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.
Lifting and transporting moderately heavy objects (up to 60lbs), such as computers and peripherals
Climbing ladders, crawling, bending and squatting

Required skills and abilities:

Ability to conduct and direct research into technical issues and products as required.
Ability to present ideas in a business-friendly and user-friendly language.
High level of self-motivation.
Meticulous attention to detail.
Proven analytical, strategic thinking and problem-solving abilities.
Ability to effectively prioritize, organize, and execute multiple tasks in a high-pressure environment.
Ability to thrive in a culture of growth, change and continuous learning.
Participate in an on-call rotation and respond to critical outages or after-hours support requests as required.
One that demonstrates a strong commitment to their role and is dependable in their attendance and punctuality, ensuring they are present and ready to contribute daily.
Occasional travel to client sites may be required.
Ability to work in an environment which may require:
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.
Lifting and transporting moderately heavy objects (up to 60lbs), such as computers and peripherals
Climbing ladders, crawling, bending and squatting

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More about this job

Skills

Troubleshooting
Support ICT system users
Research
Technical support
Microsoft 365
Microsoft Azure
Microsoft Active Directory
Microsoft Exchange
Microsoft Teams
Customer service
Customer experience
Documentation
Cloud technologies
DHCP
DNS
Implement ICT recovery system
Troubleshoot
VMware
Communication skills
Attention to detail
Problem solving

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